You rated the claim a 6. What's the one thing that would have made it a 10?
H
Post-Claim Experience Survey
Evaluator agent · 1K uses
Evaluator Agent
Insurance App Feedback Survey Template
Every policyholder who gets stuck in the app ends up on the phone. App-store stars and thumbs-up widgets tell you the score slipped, not that policyholders keep abandoning the same claim-status screen. This conversation triggers right after a task, learns what they were trying to do and where they stalled, and hands product and digital teams the specific blocker to fix.
Self-service adoption up
Support calls down
The task-level reason, not a star
Used 780+ times
What's inside this template
Start from this conversation and adapt it to your team — change any question, add your own logic, and connect the tools you already use.
Information it collects
The task they were trying to complete (pay a bill, file or track a claim, add coverage, update a policy, find a document)Whether they completed the task or gave upThe exact screen or step where they got stuckHow clear the interface wording and labels wereWhether they called support or nearly didDevice and platform (iOS, Android, web portal)Overall satisfaction with the digital experience and likelihood to use self-service againThe one change that would make the task easier
Questions it always asks
The core fields every response captures.
Always ask what task they were trying to complete and whether they finished it
Ask how likely they are to use self-service again after this experience
How it adapts
Follow-ups that change based on what people say.
If they gave up on the task, ask what they expected to happen at the step where they stopped
If they mention calling support, ask what the app would have needed for them to finish on their own
Where it routes people
Different paths for different answers.
Flag sessions where someone abandoned a claim task for same-day follow-up
Route recurring blockers on the same screen to the product team
Automations it can trigger
Actions that fire the moment a response comes in.
Alert #digital-experience in Slack when a policyholder abandons a key task
Create a task in HubSpot when a policyholder is likely to call support
Send session details to a webhook for your product analytics
SOC 2 Type II and ISO 27001:2022 certified. Responses are encrypted in transit and at rest, and you own your data. View our Trust Center.
How this AI template works
When a policyholder finishes or abandons a task in your app or portal, a short conversation opens right there. It asks what they were trying to do, follows the thread to the exact step where they stalled, and gauges whether they'll try self-service again or reach for the phone. Your team gets themes across every session plus a flag on the sessions that are about to become support calls.
Getting started
- 1
Drop the conversation into your app or policyholder portal, or trigger it after key tasks
- 2
Define the tasks you care about: billing, claims, coverage changes, documents, ID cards
- 3
Set the rules that flag a near-abandonment for follow-up or a support reach-out
- 4
Connect Slack or your CRM so blockers and at-risk sessions reach the right team
Template Details
- Agent Type
- Evaluator
- Category
- Insurance
- Industry
- Insurance
- Business outcome
- Improve customer satisfaction
- Job to be done
- Collect customer feedback
- Journey stage
- Feedback & evaluation
- Replaces
- Survey tools
- Integrations
- Slack, Hubspot, Webhook
- Times Used
- 780+
Forms collect fields. Conversations capture context.
Static forms force complex situations into rigid dropdowns. Perspective captures structured data and the reasoning behind it — so your team makes better decisions, faster.
The static form
yoursite.com/intake
Category *
Select...
Details
Describe your situation...
Submit
Result:Category: "Other"|Details: "It's complicated"
No context. No follow-up. No next step.
- An app-store rating or a thumbs-up widget gives you a number with no task attached. You watch the score dip but never learn that policyholders keep abandoning the same claim-status screen, so you cannot tell a cosmetic gripe from a broken workflow.
- A static in-app survey only asks what you already thought to ask. If the real problem is that 'file a claim' is buried two menus deep and no field ever covered it, that blocker stays invisible while your digital satisfaction slowly erodes.
- Ratings arrive after the person has given up and called your service line. You learn there was friction, but not which task they were attempting or how close they came, so product and digital teams are left guessing at the fix.
The AI conversation
"Tell me more about the timeline — when did this start, and is there a deadline your team is working against?"
Extracted & structured automatically
Category
High-priority
Urgency
Deadline: 2 weeks
Sentiment
Frustrated but hopeful
Next step
Route to senior team
Triggered: Slack alert sent| CRM updated
Right team. Full context. Instant action.
- The conversation starts from what the policyholder was actually trying to do and follows the thread. It captures the task, whether they finished it, and the exact step where they stalled, so you fix the workflow instead of a vague complaint.
- Because it is an open conversation, policyholders name the blockers you never built a field for. Recurring snags like confusing labels or a buried claims button surface as themes across thousands of sessions, so the roadmap targets the real driver.
- Triggered right after the friction, while the moment is fresh, the conversation asks what they expected to happen and what they will do next, so you can separate the people who quietly gave up from the ones who are about to call.
What is an insurance app feedback survey?
An insurance app feedback survey collects input from policyholders about their experience using a carrier's or agency's mobile app or online portal, ideally tied to the specific task they were trying to complete. Most digital teams measure it with an app-store rating or a one-tap satisfaction widget, which returns a score with no context about what the person was doing or why they struggled. This template replaces that thin signal with a guided AI conversation that opens right after a task, learns what the policyholder was trying to accomplish, and pinpoints where the experience broke down, so you capture the task-level story a star rating never will.
FAQ
Frequently Asked Questions
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Replace drop-off, poor qualification, and missing context with AI conversations that capture structured data and real understanding. Set up in minutes.
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